Weak customer service hurts Drb hicom’s reputation and causes customers to flee to competitors, who are more respondent… … "Customer Service (Drb hicom)" has a significant impact, so an analyst should put more weight into it. This qualitative factor will lead to an increase in costs. This statement will lead to a decrease in profits. "Customer Service (Drb hicom)" is a difficult qualitative factor to overcome, so the investment will have to spend a lot of time trying to overcome this issue.